MSCC Admin - Bilingual Quality Assurance Specialist at Golden 1 Talent Acquisition Team

Sacramento, California, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Dec, 25

Salary

28.0

Posted On

20 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual Skills, Quality Assurance, Customer Service, Call Evaluation, Feedback Communication, Regulatory Compliance, Analytical Skills, Listening Skills, Microsoft Word, Microsoft Excel, Microsoft Access, Coaching, Documentation, Interpersonal Skills, Problem Solving, Time Management

Industry

Banking

Description

TITLE: BILINGUAL QUALITY ASSURANCE SPECIALIST STATUS: NON-EXEMPT REPORT TO: SUPERVISOR – CONTACT CENTER DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB CODE: 11868 PAY RANGE: $22.75 - $28.00 HOURLY + $1.00 BILINGUAL DIFFERENTIAL *Preferably have NICE/Nexitia experience GENERAL DESCRIPTION: The Bilingual Quality Assurance Specialist is concerned with monitoring and evaluating the interaction between members and employees (in both English & Spanish) and providing feedback to reinforce or sustain work expectations and processes as needed. This is to help ensure sound department operation, maximum efficiency, and member satisfaction. TASKS, DUTIES, FUNCTIONS: Perform objective call evaluations. Identify trends or issues that impact member satisfaction and quality standards. Communicate, document and report skill deficiencies, member concerns and call trends to Supervisors. Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically. To achieve objectives the job incumbent is required to perform the following: Listen to recorded and/or live interactions between Member Service Contact Center employees and Members. Review and score the recorded and/or live interactions. Provide documentation and/or verbal feedback to Contact Center Representative and respective Supervisor. Support and partner with Supervisor in the coaching, evaluation, or on further research/clarification of issues for quality assurance. Facilitate and attend calibration sessions. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws. Develop and maintain a thorough knowledge of Golden 1 products and services, and policies and procedures. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Maintain required records and provide reports as required by Member Service Contact Center Management. Maintain knowledge of current functions of the Contact Center including Support, Member Solutions and MSCC e-mail team. Complete Regulatory Training Modules as required. Performs other Quality auditing functions and/or other duties as assigned by the Supervisor. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Ability to handle multiple tasks and perform repetitive functions. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine, telephone or typewriter, if needed. Listening, oral and written communication skills. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Supervisors, frontline contact center representatives and other departments as needed. EXTERNAL: Members, vendors and business partners, and industry peers as needed. QUALIFICATIONS: EDUCATION: AA Degree in related field or equivalent work experience EXPERIENCE: Three years or more at Golden 1 or at another financial institution providing customer service and support in a Member Service Contact Center environment. KNOWLEDGE / SKILLS: Strong knowledge of all Golden 1 products and services, policies, procedures, and regulatory requirements, including the methods and principles of sound business practices. Knowledge of intranet/internet. Effective oral, written and interpersonal skills required to provide feedback on Contact Center Quality issues/concerns. Exceptional listening and analytical skills. Experience with Microsoft Word, Excel, and Access preferred. Bilingual skills are a must - English/Spanish. Fluent ability to read, speak and use proper grammar in English and Spanish. The ability to speak the standard form of the language without using English or slang. The ability to speak the language with sufficient accuracy to converse and be understood by native speakers, who do not understand English, without difficulty. The ability to compensate for not knowing exact terminology by defining or describing any unknown terms effectively without resorting to English. The ability to describe objects, routines, and events in detail. The ability to elaborate in detail about topics familiar to the candidate. The ability to state and support a point of view on a topic of interest to the candidate in general terms. The ability to speculate and hypothesize about possible causes, outcomes, and/or occurrences in extended discourse. Ability to work a flexible schedule, including Saturdays. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. *Our Member Service Contact Center team’s operating hours are Monday through Friday 7:20am to 6:30pm and Saturday 8:30am to 5:00pm. Schedules are assigned based on business needs and are subject to change. LICENSES/CERTIFICATIONS: Must pass a verbal Spanish assessment successfully through Language Testing International within 90 days of employment. THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

Responsibilities

The Bilingual Quality Assurance Specialist monitors and evaluates interactions between members and employees in both English and Spanish, providing feedback to ensure quality standards and member satisfaction. This role involves listening to recorded and live interactions, scoring them, and communicating findings to supervisors and representatives.